I am beyond furious with Big Sandy’s and their so-called management team. This has been one of the worst customer service experiences I have ever dealt with.
In April, my husband and I spent over $4,000 on a sectional. We were told one recliner piece was on backorder, which was understandable. It arrived early, but when the delivery crew showed up, they immediately started asking my husband what police department he worked for because of a flag on his truck. He’s not a police officer, but that shouldn’t matter—it was none of their business. Even worse, they spent their time in my home bashing law enforcement in front of my children instead of paying attention to the job they were there to do.
Not surprisingly, they left without installing the sectional correctly.
When I got home, I immediately noticed something was wrong. A service technician later confirmed that the delivery team had failed to install the legs on the backordered piece. We were first told the replacement legs would arrive in July. Then we were told September. So because of THEIR mistake, we’re expected to live with an incomplete sectional for months after paying thousands of dollars.
What’s even more frustrating is the complete lack of accountability from management. They promise callbacks and never follow through. They act like offering a gift card fixes everything. It doesn’t. A gift card is not an acceptable solution when your employees made the mistake and a customer has spent over $4,000 on furniture that still isn’t complete.
And this isn’t the first time. We’ve purchased appliances, furniture, and other items from Big Sandy’s over the years, and it seems like every order has had an issue—damaged products, dents, scratches, or missing pieces. Every single time it’s the same story: apologize, offer a gift card, and move on.
I was hesitant to shop here again because of our past experiences, but after visiting multiple furniture stores, we loved this sectional and decided to give Big Sandy’s another chance. That was clearly a mistake.
At this point, I don’t want another gift card. I expect Big Sandy’s to take responsibility for their repeated failures and provide meaningful compensation for the inconvenience, delays, and months of not being able to fully use the product we paid for. A partial refund would be a much more appropriate resolution than another store credit that requires us to spend even more money there.
The management team has been an absolute disappointment, their communication is poor, and their customer service has been unacceptable. Customers spending this kind of money deserve far better than broken promises, endless delays, and excuses.
I sincerely hope someone at Big Sandy’s sees this and finally does the right thing, because after this experience, I cannot recommend this company to anyone.
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I am beyond furious with Big Sandy’s and their so-called management team. This has been one of the worst customer service experiences I have ever dealt with.
In April, my husband and I spent over $4,000 on a sectional. We were told one recliner piece was on backorder, which was understandable. It arrived early, but when the delivery crew showed up, they immediately started asking my husband what police department he worked for because of a flag on his truck. He’s not a police officer, but that shouldn’t matter—it was none of their business. Even worse, they spent their time in my home bashing law enforcement in front of my children instead of paying attention to the job they were there to do.
Not surprisingly, they left without installing the sectional correctly.
When I got home, I immediately noticed something was wrong. A service technician later confirmed that the delivery team had failed to install the legs on the backordered piece. We were first told the replacement legs would arrive in July. Then we were told September. So because of THEIR mistake, we’re expected to live with an incomplete sectional for months after paying thousands of dollars.
What’s even more frustrating is the complete lack of accountability from management. They promise callbacks and never follow through. They act like offering a gift card fixes everything. It doesn’t. A gift card is not an acceptable solution when your employees made the mistake and a customer has spent over $4,000 on furniture that still isn’t complete.
And this isn’t the first time. We’ve purchased appliances, furniture, and other items from Big Sandy’s over the years, and it seems like every order has had an issue—damaged products, dents, scratches, or missing pieces. Every single time it’s the same story: apologize, offer a gift card, and move on.
I was hesitant to shop here again because of our past experiences, but after visiting multiple furniture stores, we loved this sectional and decided to give Big Sandy’s another chance. That was clearly a mistake.
At this point, I don’t want another gift card. I expect Big Sandy’s to take responsibility for their repeated failures and provide meaningful compensation for the inconvenience, delays, and months of not being able to fully use the product we paid for. A partial refund would be a much more appropriate resolution than another store credit that requires us to spend even more money there.
The management team has been an absolute disappointment, their communication is poor, and their customer service has been unacceptable. Customers spending this kind of money deserve far better than broken promises, endless delays, and excuses.
I sincerely hope someone at Big Sandy’s sees this and finally does the right thing, because after this experience, I cannot recommend this company to anyone.
